Chapter 6 – Space Test Questions – Flashcards
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The American Society for Quality defines quality as
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the totality of features and characteristics of a product or service that bears on its ability to satisfy stated or implied needs
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Which of the following is an award for quality achievement in Japan
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Deming Prize
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Which of the following costs is NOT a cost of quality
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Research and development
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Which of the following is NOT an external failure cost
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scrap
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Which of the following is the Japanese term used to describe continuous improvement efforts?
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kaizen
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Taguchi's quality loss function is based on a
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quadratic equation
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Which of the following is NOT one of the techniques for building employee empowerment?
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Eliminate formal organization structures such as teams and quality circles
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To develop a standard or benchmark, firms need to start with
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determining what to benchmark
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Which of the following determinants of service quality means the firm perfumes the service right the first time and that the firm honors its promises
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reliability
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Which of the following determinants of service quality means approachability and ease of contact?
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access
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Which of the following statements is NOT true regarding the importance of the role that an operations manager plays in addressing service quality?
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The manager may be able to influence the quality of the service but has little control of the customers expectations
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What is training and empowering frontline employees to solve a problem immediately?
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service recovery
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A device or technique that ensures production of a good unit every time is a
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Poka-yoke
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Attribute inspection measures
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if the product is good or bad
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Inspections should NOT take place
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after costly or irreversible processes
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One hundred percent inspection
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means that every part is checked to see whether or not it is defective
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What is the percentage defective in an average lot of goods inspected through acceptance samplong
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AOQ
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In acceptance sampling, the producers risk is the risk of having a
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good lot rejected
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Which is the best statement regarding an operating characteristic curve
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As the AQL decreases, the producers risk also decreases
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Which type of control chart should be used when it is possible to have more than one mistake per item
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c-chart
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Process capability
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means that the natural variation of the process must be small enough to produce products that meet the standard
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Which of the following measures the proportion of variation 3 sigma between the center of the process and the nearest specification limit
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process capability index
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What is the ability to respond with little penalty in time, cost, or customer value
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flexability
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Which of the following statements is NOT true?
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Adding flexibility to the production process...
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Stacked Restaurants lets customers choose ingredient for their sandwiches using
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ipad menu
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What is a drawing of the movement of material, product or people
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flowchart
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What is a flowchart with time added on the horizontal axis
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process mapping
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Which of the following i NOT a tool for process analysis and design
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Pareto chart
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Which service strategy describes separating services that may lend themselves to some type of automation
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automation
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Which of the quadrants in the service process matrix has high labor intensity and high customization
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professional service
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Which of the quadrants in the service process matrix has a low labor intensity and low customization
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service factory
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Fast food is an example of
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low cust low labor
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In many applications, human quality inspectors can be replaced effectively by
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vision systems
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What is an electronically guided and controlled cart used to move materials
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AGV
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Which is not a production technology that enhances production and productivity
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service blueprinting
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What is NOT true regarding production technologies
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flexible manufacturing systems and computer integration...
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Which is not an example of tech impact on finance
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RFID
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Tech impact on wholesale trade industry
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bar coded data
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Which of the following statements is NOT true regarding process redesign
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Process redesign is also called process reinvention
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What is the fundamental rethinking of business processes to bring about dramatic improvements in performance
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process redesign
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Low volume high variety production is best suited for which of the following process strategies
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process focus
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Which of the following approaches may use subcontracting to accommodate excess demand
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lagging demand with incremental expansion
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Which of the following approaches makes new capacity a larger increase at the beginning of the period
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leading demand with a one step expansion
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In manufacturing, excess capacity can be used to
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do more setups, shorten production runs and drive down inventory costs
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The most aggressive and risky approach to capacity planning is
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leading demand with onestep expansion
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Which of the following is a requirement to be able to compute EMV
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the probability of each state of nature is known
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What does EMV stand for
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Expected Monetary value
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Efficiency is given by
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Actual output / effective capacity
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Difference b/t selling price and variable cost is called
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contribution
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What is a means of determining the discounted value of a series of cash receipts
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NPV
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The body of knowledge about waiting lines is called
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queueing theory
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What is another name for a waiting line
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queue
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Which of the following is NOT of the techniques disney does in line?
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serves drinks
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Which distribution most frequently describes the arrival rate in queueing theory
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Poisson
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Customers who___ refuse to join the waiting line because its too long to suit their needs or interests
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balk
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Which distribution most frequently describes the service time in queueing theory
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Negative exponential
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Most bank tellers are
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multiple server single phase
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What are the two most important cost considerations in the queuing problems
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cost of providing service and cost of waiting time
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As the level of service increases, the cost of waiting time
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decreases
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As the level of service increases the cost of providing service
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increases
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Which of the following is NOT a type of waiting cost?
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adding an additional server
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When the assumptions of the MM1 MMS and MD1 and limited population queuing models do not hold true, there are NO other approaches available to us
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False
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What is the major difference in focus between a location decision in the service sector vs. the manufacturing sector
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The focus in service is on revenue maximization while the focus in manufacturing is on cost minimization
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Which of the following statements is NOT true regarding location decisions
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Once management is committed to a specific location, many costs become reactively easy to reduce
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Which of the following is NOT one of the four predictive variables in La Quintas regression model that predicts motel selection and behavior of a site
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the number of hotel rooms in the vicinity
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Which of the following is NOT identified in the text as one of the eight major determinants of volume and revenue for the service firm?
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level of advertising expenditures
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Which of the following techniques might a service or retail organization use to make a location decision
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traffic counts
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A goods producing location decision would likely emphasize the importance of which of the following
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utility and labor costs
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What is a system that stores and displays information that can be linked to a geographic location
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GIS
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Which of the following is NOT one of the five elements for each city that geographic information systems use to analyze location decision factors
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rivers, mountians, lakes forrests,
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Which of the following organizations used its geographic information system to create an ideal customer profile of female homeowners with families
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Jo-Ann stores
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Which of the following organizations used its GIS to create a demographic profile of what a typically successful neighborhood for its location looks like - mostly in terms of income and ages?
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Carvel Ice Cream
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What term refers to the location of competing companies near each other
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clustering
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Which of the following methods is a mathematical technique used for finding the best location for a single distribution point that services several stores or areas
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center of gravity method
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The objective of layout strategy is to
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develop an effective and efficient layout that will meet the firm's competitive requirements
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Which of the following is NOT true regarding layout decisions
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To obtain flexibility in layout, operations managers could keep investments high
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Which of the following is NOT one of the three seating sections that McD is creating in restaurants
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the family zone
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To obtain flexibility in layout, managers may implement all EXCEPT which of the following tactics
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place workstations far apart
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Which of the following allocates display space and responds to customer behavior
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retail layout
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Which of the following arranges machinery and equipment to focus on production of a single product or group of related products
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work cell layout
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Which of the following approaches is also called a job shop?
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process oriented layout
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In process oriented and fixed position layout, it is important to minimize the costs of
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material handling
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The A on an office relation ship chart means
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absolutely necessary
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Workspace can inspire informal and productive encounters if it balances three physical and social aspects
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proximity privacy and permission
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In companies such as intel, what is the PRIMARY motivation behind the trend of shrinking office space and low cubes
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to get people to work more in groups
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Which value in an office relationship chart represents Not desirable
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X
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Which of the following is NOT helpful for retail layout?
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Keep end aisle empty to facilitate traffic flow
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The main objective of retail layout is to
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maximize profitability per square foot of floor space
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Which of the following is an example of ambient conditions
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leather chairs at starbucks
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Which of the following terms describes the physical surrounding in which service takes place, and how they affect customers and employees
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servicescape
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The objective of warehouse layout is to
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find the optimum tradeoff between handling costs and costs associated with warehouse space
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Cross docking
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avoids placing the materials or supplies in storage by processing them as they are revived for shipment
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Which of the following is NOT one of the tasks of random stocking systems
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Assigning certain items or classes of items to particular warehouse hares o that the total distance traveled is maximized
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What process uses warehousing to add value to a product through component modification, repair, labeling and packaging
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customization
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A fixed position layout
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addresses the layout requirements of large, bulky, projects such as ships and buildings
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Which of the following is NOT one of the reasons that the techniques for addressing fixed position layout are complicated
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The volume of materials needed is constant
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Which of the following would not be produced or offered using fixed position layout
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a hospital emergency room
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What is a successful technique used by companies such as Ingall Ship Building to avoid some of the difficult problems producing items in a fixed position layout
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complete as much of the project as possible offsite
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Work cells typically have
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reduced investment in machinery and equipment
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The requirements of work cells do NOT include
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a high level of training and a low level of flexibility
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Which of the following moves production to a large work cell that remains part of the present facility
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focused work center
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To provide better access and possibly reduce the number of workers needed, work cells may be designed in the shape of which letter
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U
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